Patent
System and method for providing automated customer support
Philip E. Fawcett,Christopher Blomfield-Brown +1 more
- 18 Jul 1995
276
TL;DR: An automated system and method for diagnosing and resolving computer-related problems from a product support center is described in this article, where the traditional roles of the product engineer and customer are largely supplanted by execution of specialized client/server software programs on the respective computers.
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Abstract: An automated system and method for diagnosing and resolving computer-related problems from a product support center. The traditional roles of the product engineer and customer are largely supplanted by execution of specialized client/server software programs on the respective computers. These programs exchange diagnostic and--in some cases--remedial data over the same telephone circuit used by the engineer and customer. The resulting system accelerates diagnosis and resolution of the customers' problems, reduces product support costs, and improves customer satisfaction.
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Citations
Patent
Method and system for identifying and obtaining computer software from a remote computer
Phillip E. Fawcett
- 27 Nov 1995
TL;DR: In this paper, a user who has purchased computer software calls the update service on a periodic basis to determine what computer software may be out-of-date, and/or need maintenance updates.
760
Patent
Automatic updating of diverse software products on multiple client computer systems by downloading scanning application to client computer and generating software list on client computer
William Cheng,Kenneth Hwang,Ravi Kannan,Babu Katchapalayam,Bing Liu,Balaji Narasimhan,Gopal Ramanujam,Jonathan Tran +7 more
- 07 Jun 1996
TL;DR: In this paper, a system and method update client computers of various end users with software updates for software products installed on the client computers, the software products manufactured by diverse, unrelated software vendors.
610
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Jonathan A. Forbes,Jeremy D. Stone,Srivatsan Parthasarathy,Michael J. Toutonghi,Michael V. Sliger +4 more
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TL;DR: A software package manager uses a distribution unit containing components for a software package and a manifest file that describes the distribution unit to manage the installation, execution, and uninstallation of software packages on a computer.
546
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Srivatsan Parthasarathy,Hadi Partovi,Benjamin W. Slivka,Charles Kindel +3 more
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TL;DR: In this paper, the authors describe methods and systems that automatically download computer software components from a computer network like the Internet or an intranet, which can be used to provide dynamic or interactive multimedia components in HTML documents with HTML tags.
544
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System and method for managing a fleet of remote assets
Louis Andrew Schick,Kimberley Marie Mangino,Gregory James Hampson,Paul Edward Cuddihy,Gregory John Fera,Richard Gerald Bliley,Luis Ivan Gomez Meneses,Michael James Pierro,James E. Schlabach,William Roy Schneider +9 more
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TL;DR: In this article, a method and system for managing a plurality of remote assets, such as a fleet mobile assets, is provided, where the collected data is used to develop historical information regarding actual usage of each remote asset.
539
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